Checking or savings account -- Managing an account -- Complaint #16118195

Complaint Overview

Complaint ID: 16118195

Company: United Services Automobile Association

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Problem using a debit or ATM card

State: Colorado

ZIP Code: 80205

Date Received: 2025-09-21T12:00:00-05:00

Date Sent to Company: 2025-09-21T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

On XX/XX/year>, in the city of XXXX, I received a notification that my account had been overdrawn ; no other notifications were received prior. Upon investigation, I realized someone unauthorized had drained my account until emptied ( {$1400.00} ), and I immediately called USAA to freeze the account and report the issue. I was temporarily refunded, only to immediately be overdrawn again ( {$1500.00} ), despite having a locked account and no authorized cards. These 13 unauthorized transactions occurred at XXXX XXXX between PA, RI, NJ, and NY, two thousand miles away from my home. These unauthorized transactions spanned 2300 miles, in nonsensical loops, and would require 23 continuous hours of driving without traffic to accomplish. Ive never met, nor authorized anyone in the entirety of card ownership to make any transactions of any kind, for any reason. there were also two charges in XXXX CA, for {$3.00} each among these charges, and were refunded, yet no information was given, even when i expressed concern for trying to figure out where and what information was leaked. I was temporarily credited, and everything was reversed, except 3 transactions for unknown reasons. i requested evidence of their reasons for denial, and was given a few sentences about IP addresses, yet on the phone, I was told these were made in person. One of these charges, for XXXX, has BOTH reasons in two separate denial letters that i will forward. It also seems intentional that all of these documents have been sent to my inbox in ungrouped duplicates, and all of this together, with the reasons and the inconsistencies paint a grave picture of complacency and carelessness with veterans finances. The total amount taken was {$2900.00}, I was Credited with {$380.00}, plus an overdraft charge, and some of these transactions are from the same addresses as those ruled " unfraudulent '', and the total amount im owed as of today is {$2600.00}, which I've formally demanded in a second letter now that the statements are available. I've also opened up a line of communication with XXXX XXXXXXXX Customer Service, and they have a statement ready certifying I've never had a membership at any XXXX XXXX. Now that I have a map and a consecutive order of transactions, I will conduct a more thorough investigation to charge someone criminally, but it's not physically possible to make these 13 transactions within the dates provided, despite poor judgment and common sense in USAAs Fraud Department.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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